… As social media is taking over as the primary channel of customer complaints, our findings
on the inhibiting effect of negative metaperceptions on the intention to voice on social media …

… the consumer complaint behaviour taxonomy by introducing the term “observable complaining”,
that is, visible complaints … of the organisation’s role in managing non-supportive virtually …

… process by which other customers’ complaint behavior influences the focal customers’
complaint intentions in response to a service failure affecting multiple customers. The authors use …

… of complaining which … of consumer complaining behaviour (CCB), this paper makes three
distinctive contributions. First, it clarifies ambiguous classifications of complaining behaviour …

… A total of 20 articles not focusing on consumer complaint behavior were excluded, resulting
in a final sample of 137 research articles. This process of selection of extant literature is …

… Legitimate consumer complaining behavior antecedents The purpose of this section is to
identify the … Meta-perceptions Perception of how others would perceive our actions Tojib and …

… We introduce the concept of meta-perceptions and, in particular, meta-stereotypes to extend
our understanding of how social categorisation may negatively influence group member …

… the consumer’s affective and behavioural responses … consumer complaint behaviour and
complaint management on FBPs is scarce. While it has been argued that managing complaints …

… public complaints are visible for the service provider to see, while private complaints largely
… factors that determine customers, public and private complaining behaviours using social …

… Finally, this paper emphasizes the importance of using clear and consistent terminologies
in relation to ethnic, racial, religious identities as well as geographic categorizations (eg, the …